Quality Management at the Ritz-Carlton Hotel Essay

1040 Words Aug 5th, 2012 5 Pages
Quality Management at the Ritz-Carlton Hotel
The only problem the Ritz-Carlton faces, is continuous improvement, the goal of their company is to have customer satisfaction at 100%. If a guest’s experience does not meet expectations, the Ritz-Carlton risks losing that guest to competition (Heizer & Render, 2011).
The Ritz-Carlton was the first hotel company to with the Malcolm Baldrige National Quality Award, they treat quality as if it the heartbeat of the company (Heizer & Render, 2011). “The Ritz-Carlton Hotel Company L.L.C., which operates five-star resorts and luxury hotels worldwide, has received all the major awards the hospitality and leading consumer organizations can bestow; Our organization is the first and only hotel company
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To make sure their quality was up to par, the Ritz-Carlton stated examining different operations throughout their company: room service delivery, guest reservation and registration, message delivery, and breakfast service. The Ritz-Carlton had implemented employee teams, the teams determined work scheduling, what work needs to be done, and what to do about quality problems in their own areas (Heizer & Render, 2011). Top quality management (TQM) and Inspection are other ways for the Ritz Carlton to monitor their continuous improvement in quality.
I would expect superior quality, and nothing less. The Ritz Carlton provides that service, in fact they strive on this. Their “slogan/buzzword” to provide quality products and services has proven to be successful. The Ritz-Carlton abides by “Gold Standards:” The Credo, The Motto, The Three Steps of Service, Service Values, The 6th Diamond, and The Employee Promise.
The Credo: “The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests (Ritz-Carlton, 2012).”

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